Senior Technical Support EngineerVolusion

THIS JOB HAS EXPIRED

Volusion is a one-stop shop for all things ecommerce. We?re also a pretty great place to work. Based in Austin, TX, we?re currently serving 40,000+ customers and have big plans for the future. Being an industry leader isn?t easy, but we know how to make it fun. Equipped with our flip flops, free snacks and Nerf guns, we?re leaving our competition in the dust. All we need now is you!

SUMMARY:

The Senior Technical Support Engineer will partner with an Account Manager to own a small portfolio of enterprise accounts. You will act as a proactive and consultative technical resource to their assigned accounts ? including training customers on new features, managing customer maintenance, ensuring technical documentation exists for customer architecture, and serving as an internal subject matter expert and escalation point.

ESSENTIAL DUTIES/RESPONSIBILITIES:
Act as a consultative resource for customers to assist them in achieving their business objectives
Partner with Account Manager in managing portfolio of accounts
Schedule customer maintenances and ensure appropriate quality checks have been completed
Respond to support requests and co-ordinate Volusion/Customer support teams where appropriate
Ensure appropriate technical documentation is in place for customer solutions
Attend and participate in monthly/quarterly service review meetings
Identify opportunities for growth and pass leads to Sales
Mentor and assist in the development of other technical staff

SKILLS / QUALIFICATIONS:
Previous experience in a role requiring a combination of technical and relationship skills (i.e. Technical Account Manager, Customer Engineer, Sales Engineer)
Good communication skills and be able to provide status of projects and be able to work with customers and various internal teams.
Comfortable navigating through and extracting detail from the sometimes ambiguous requirements provided by customers
Comfortable operating in a fast paced environment that?s constantly evolving and changing
Exceptional attention to detail
Demonstrate a passion and thought leadership for the impact of new technologies, services and solutions
Strong analytical, communication, interpersonal, problem solving, organizational and time management skills
Strong sense of ownership and accountability
Ability to work independently, analyze problems and act decisively with minimal management oversight